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Determinants of loyalty in GCC Islamic banks: an exploratory study

Alobaad, Alaa and Abduh, Muhamad and Abdin, Thawab (2014) Determinants of loyalty in GCC Islamic banks: an exploratory study. In: Islamic Business Management Conference (IBMC 2014), 18-19 August 2014, Kuala Lumpur. (Unpublished)

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Abstract

Nowadays, protecting market share against rival firms is more important than ever due to the decline in market growth rate and the increase in the competition. The main requirement for protecting market share is to create loyal customers. Management needs to realize the effects of customer loyalty on business growth and profits. Therefore the main objective of this paper is to examine customer satisfaction and loyalty upon Islamic banks particularly in GCC countries and find interrelationships between service quality, emotional satisfaction, and image on attitudinal and behavioral loyalty. By using survey‚ data of this study were collected from a convenience sample of 600 Islamic banking customers. The outcomes of this study might have useful implications as a guideline for economic decision-makers, banks, and GCC governments since it can reduce switching phenomenon in banks which also increases the profitability.

Item Type: Conference or Workshop Item (UNSPECIFIED)
Additional Information: 6777/37889 -- Proceedings ISLAMIC BUSINESS MANAGEMENT CONFERENCE 2014, ISBN: 978-983-44592-7-7, p.494-498
Uncontrolled Keywords: GCC Islamic banks
Subjects: B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc > BP1 Islam > BP173.75 Islam and economics
H Social Sciences > HG Finance > HG1501 Banking
Kulliyyahs/Centres/Divisions/Institutes: Institute of Islamic Banking & Finance (IIiBF)
Depositing User: Dr Muhamad Abduh
Date Deposited: 26 Aug 2014 16:23
Last Modified: 19 Jun 2018 10:56
URI: http://irep.iium.edu.my/id/eprint/37889

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